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Accountability and Appreciation - Two Sides of the Same Coin

by Geri Lynn Baumblatt and Dr. Sara Laskey
Dr. Sarah Laskey, Chief Experience Officer, MetroHealth System
At a recent patient experience conference two topics seemed to come up over and over: accountability and appreciation. As hospitals and organizations prepare end of the year reviews and select holiday gifts and greetings for staff and other supporters of the Office of Patient Experience efforts, it’s interesting to think about how accountability and appreciation are intertwined and, in many ways, two sides of the same coin.
 
The idea of appreciation as it relates to patient experience is not new. The adage that happy employees provide better service is especially true in healthcare. And more and more, the employee experience is intimately tied to the service and experience that we hope to provide our patients and families.
 
When we find ways to acknowledge staff and providers, we also identify those things to which we hold them accountable: consistent rounding, improved communication, hard-wired service recovery, and everyday expressions of teamwork.  
 
At the MetroHealth System, quarterly awards recognize anyone in the organization for service acts that are based on core values - STAR IQ (Service to Others, Teamwork, Accountability, Respect, Inclusion & diversity, and Quest for Excellence). The more these STAR IQ Genius awards are promoted and given, the more nominations come in.  As everyone sees others being recognized for patient service and engagement, they’re more likely to recognize those behaviors in others and behave in those ways themselves.
 
By constantly rewarding, recognizing, appreciating and acknowledging the challenges and triumphs of our teams, we can achieve improved engagement and experience for physicians, staff and patients. We improve the experience for everyone.
 
We can all use new and creative ways to do this. How do you reward and acknowledge your teams? Share what’s worked well with your providers and staff.



Sara Lehman Laskey, MD, is the Chief Experience Officer of MetroHealth System in Cleveland. A practicing Emergency physician, Dr. Laskey oversee the Departments of Patient Centered Healthcare, Volunteer Services, Arts in Medicine and Survivor Recovery Services. She is interested in exploring incorporating the voice of the patient into the business decision making of the healthcare system as well as the impact of cultural competency on the patient experience.

Geri Lynn Baumblatt, MA, is the Executive Director of Patient Engagement at Emmi Solutions where she oversees the creation of multimedia patient engagement, education, shared decision-making, and behavior change Emmi programs and interactive phone calls. She hosts an annual October Health Literacy Month blog series for Engaging the Patient. She serves as an Editorial Board member for the Journal of Patient Experience. Emmi Solutions works with decision scientists, behavior change experts, patients, and clinicians; they draw on their research and experience to create content that helps patients engage in their care. @GeriLynn
 
Thursday, December 17, 2015

Co-author: Dr. Sara Laskey

When we find ways to acknowledge staff and providers, we also identify those things to which we hold them accountable: consistent rounding, improved communication, hard-wired service recovery, and everyday expressions of teamwork.  >>>

 


Tags: employee engagement
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